Terms of Service

1. Who we are

FluroServices Pty Ltd ACN [xxx xxx xxx] ("FluroServices", "we", "us") provides subscription home services (lawn care, garden care, window cleaning, gutter cleaning, solar panel cleaning and related services) across Greater Melbourne, the south east, and the Mornington Peninsula, Victoria. By signing up to a subscription you ("you", "the customer") agree to these Terms. You must be at least 18 years old and legally able to enter contracts to subscribe, and you must be authorised to book services for the property (see section 7). By signing up you confirm both. Your acceptance of these Terms is recorded when you sign up, together with the version you accepted.

Who does the work. Services are performed by vetted independent contractors engaged by FluroServices. FluroServices is your contracting party and remains responsible to you for the service. The specialist assigned to a visit may change before the visit; we show you their name once they have confirmed the job.

2. The subscription

Each FluroServices subscription is an ongoing arrangement that bills weekly to the payment method you nominate, with visits scheduled automatically at the visit cadence you choose at signup from the options published for your plan (for example weekly, fortnightly, or every 3 weeks for FluroLawns). Your chosen cadence is shown on your booking page and in your customer portal. The weekly rate is flat, with no seasonal adjustments.

Your subscription renews automatically and continues until you cancel. Because the price of your plan is spread evenly across the year, you are billed the same amount every week, including weeks when no visit is scheduled. There is no lock-in period and no exit fee, and you can cancel at any time under section 5.

Joining the waitlist for a service that is not yet available costs nothing, and no billing starts until the service launches and you confirm your plan.

2a. How visits are scheduled

Visit dates are set automatically and may shift within a small flexibility window around their due date so we can route our specialists efficiently. A date and time you expressly picked yourself will not be moved without your agreement. We confirm your exact visit time by email about five days before the visit; occasionally a confirmed time still has to shift, and if it does we will notify you. Where your service comes with an arrival window or a morning or afternoon preference, the visit will start within that window, though the precise start time inside it may vary. Self-service rescheduling in your portal is limited to weekdays; automatically scheduled visits may occasionally fall on a weekend.

2b. Your account and who can use it

You can invite up to five people (for example a renter, property manager, or helper) to share limited access to your account. Invited members can do things like reschedule visits and receive notifications, but only you, the account owner, can change billing details, change plans, pause, or cancel. You remain responsible for all charges on the account and for the actions of anyone you invite. Each subscription attaches to a specific property address and is priced on that property; changes and cancellations apply per property and per service, so cancelling one property's plan does not affect another's.

3. What's included

The service description for your plan is shown on the booking page at signup and in your customer portal. We commit to the work listed there. Anything outside that scope (extra-large areas, hazardous access, additional services) requires a separate quote and your agreement before we proceed.

3a. Service area

Services are available only at addresses within our current service area across Greater Melbourne, the south east, and the Mornington Peninsula. The service area may change over time. If a booking turns out to be outside it, we will decline it and refund anything paid.

4. Pricing & payment

Payments are processed securely by Stripe. We never store your card details. You authorise FluroServices to charge the nominated payment method weekly for your subscription, including any approved extras.

Prices shown on the site are in Australian dollars. FluroServices is not currently registered for GST, so no GST is added. If we become registered for GST, prices will be shown GST inclusive, and any resulting change to your subscription price will be treated as a price change under this section, with at least 30 days' written notice and your right to cancel before it takes effect.

Published prices apply to new signups. Any change to the price of your existing plan only ever happens with at least 30 days' written notice (by email to the address on file) and your right to cancel before it takes effect. If you don't agree to a price change, you can cancel before it takes effect under section 5, at no cost and with no exit fee.

Annual price review. We review our prices once every 12 months and may adjust them to reflect changes in our costs of supply, including inflation, contractor rates, fuel, materials, insurance and other operating costs. Any increase at an annual review will not exceed the greater of (a) 5%, or (b) the percentage increase in the Consumer Price Index (All Groups, Melbourne) published by the Australian Bureau of Statistics over the preceding 12 months, unless we obtain your express agreement to a larger increase. We will give you at least 30 days' written notice before any increase takes effect, the notice will state the current price, the new price and the date it starts, and you may cancel at any time before that date at no cost. Continuing your subscription after the date in the notice means you accept the new price.

Prepaid periods are protected. If you have paid in advance for a set period (for example a 6 or 12 month FluroClub pass), a price change does not apply to the period you have already paid for. It applies only from the start of the next period after that prepaid period ends, and only with the notice described above.

Promotional codes. One promotional or referral code can be applied per booking. Codes are subject to their published conditions, eligibility rules, and redemption caps, are not redeemable for cash, and may be refused or withdrawn where their conditions are not met.

5. Cancellations & refunds

You can cancel your subscription at any time from your customer portal. Cancellation takes effect at the end of your current weekly billing period. Pre-paid amounts for that period are non-refundable. No further charges apply after the cancellation date.

Any visit already scheduled within your current paid period will go ahead unless you tell us otherwise via the portal by the end of the day before the visit. We don't pause or refund visits that have already been completed.

Same-day cancellation fee. Once a visit is scheduled, the specialist assigned to you sets that day aside and plans their route around your visit. If you cancel a visit on the day it is due, a one-off fee of $25 applies. This fee is a genuine pre-estimate of the cost to us and the specialist of the lost booking and wasted travel, and it is paid to the specialist who was scheduled for your visit, not kept by us. The $25 fee applies only if you cancel on the scheduled day of the visit itself. Cancelling or rescheduling at any time up to the end of the day before your visit is always free, and we will always offer you a reschedule before a cancellation. When you cancel on the day, the app shows you the fee and asks you to confirm it before anything is charged; once you confirm, the fee is charged to the payment method on file at that moment. If you had a genuine emergency, contact us and we will refund the fee.

If we cancel on you. Fairness goes both ways. If we or your assigned specialist cancel or fail to attend a visit on the scheduled day, other than for a safety, weather, or access reason under sections 7 and 8, we will reschedule your visit as a priority, and if you contact us from your portal or by email we will credit $25 to your account. If you cancel your subscription while a credit like this is unused, ask us and we will refund its value to your payment method.

No-access fee. To do the work, our specialist needs to reach the area we are servicing. For interior or access services that means someone needs to be home, or the property needs to be unlocked. For outdoor services it means the areas we are servicing need to be reachable, for example the side gate to the backyard left unlocked and pets secured, as set out in section 7. If our specialist arrives at the scheduled time and cannot reach the work area because nobody is home, the property is locked, or the way in is blocked, a one-off fee of $25 applies and we will reschedule your visit. This fee is a genuine pre-estimate of the cost to us and the specialist of the wasted trip and lost booking, and it is paid to the specialist who travelled to your visit, not kept by us. You authorise us to charge this fee to the payment method on file. We will waive it where you have a genuine emergency, and you can always avoid it by making sure we can get in, or by rescheduling any time up to the end of the day before your visit.

Property size adjustment. Your plan and price are set from the property size you select at signup. If, on a visit, your property turns out to be materially larger than the size you booked (for example, you booked a Small lawn but the area we mow is a Medium), we may move you to the correct size tier for future visits and apply a one-off adjustment for the visit that was larger, charged at the published price difference between the two sizes. We only ever adjust to the size we actually serviced, backed by a photo, and we will always show you that photo. This adjustment follows the notice and contest process below. The new size tier price starts from your next billing period. We will confirm the new tier and price in writing, with the photo, before it starts, and if you do not accept it you can cancel under section 5 before it takes effect without any cancellation fee.

Property size credit (smaller than booked). This works in your favour too. If, on a visit, your property turns out to be materially smaller than the size you booked (for example, you booked a Medium lawn but the area we mow is a Small), we may move you to the correct smaller size tier for future visits and refund you a one-off amount for the visit that was smaller, at the published price difference between the two sizes. The refund is for that single visit only. It is calculated on the size we actually serviced, and it is never applied backwards across your past visits. It is refunded to your original payment method, or, where there is no recent payment to refund against, applied as a credit to your account. This credit follows the same notice and contest process below, it is backed by a photo we will always show you, and your new lower tier price starts from your next billing period, so your future visits cost less.

Notice and how to contest a fee or adjustment. Before we charge a no-access fee or a property size adjustment to your card, or apply a property size credit, we send you a notice in your customer portal that shows the amount and a countdown, and we give you at least 24 hours to respond. If you believe it is a mistake, you can contest it from that notice within the 24 hours and we will review it, with a real person, before any charge is made. If you do not contest it within that time, the fee or adjustment is charged to the payment method on file as described above. The same-day cancellation fee works differently: because you see and confirm that fee yourself in the app at the moment you cancel, it is charged then, without a separate notice, and if you believe it was charged in error you can contact us and we will review it. Nothing in this process limits your rights under the Australian Consumer Law (section 11) or your right to escalate a dispute under section 18.

Free first mow offer. From time to time we offer new FluroLawns customers their first mow free. The offer is for customers who intend to stay on the regular service. If you cancel before your third completed visit, the value of that free first mow is added to your final invoice, as disclosed to you at signup. You are never charged for a mow you did not receive: if you have not had a completed visit (for example, you cancelled before your first visit, or your first visit was declined because the lawn was too overgrown under section 8), nothing is billed back. The amount billed back is the published price of a mow at your size tier, as shown to you at signup. The bill-back does not apply if you cancel because we failed to provide the service properly (section 11), or because we changed these Terms or your price and you cancelled before the change took effect. Pausing your subscription before your third completed visit is treated the same way as cancelling. This includes a pause applied under section 8 because your lawn was too overgrown, but remember that a declined overgrown visit is not a completed visit, so if your free first mow was declined as overgrown nothing is billed back.

Nothing in this section limits any rights you have under the Australian Consumer Law. Where a service is defective, late, or not as described, you may be entitled to a remedy under the consumer guarantees: see section 11.

6. Failed payments

If a scheduled payment fails, we'll retry automatically and notify you by email and SMS. While a payment is outstanding, your subscription is marked past due and visits close to their date may be placed on hold until the payment succeeds. After three unsuccessful attempts, your subscription and its remaining visits may be cancelled automatically, and we will email you if that happens. Amounts for visits already delivered remain payable, and you can re-subscribe once your payment method is sorted.

Charges appear on your statement as FluroServices. If something on your bill looks wrong, please message us from your portal or email us first: we respond within 5 business days, and refunds we agree to go back to your original payment method, usually within 5 to 10 business days. If you raise a dispute with your bank while we are still reviewing the same charge, we may pause your subscription until the dispute is resolved.

7. Access to your property

By subscribing, you authorise our workers to enter the property at the address on file at the scheduled time to perform the contracted service. You confirm that you are entitled to give that permission (you own the property or are otherwise authorised). You agree to:

· secure pets and ensure the work area is accessible (gates unlocked, side access clear, dogs away from the service area);
· move loose items, garden ornaments, toys, hoses, and other hazards before each visit;
· disclose any pre-existing damage, fragile features (irrigation, sprinkler heads, retic, brittle pavers, exposed wiring), in-ground hazards (star pickets, hidden stumps), or pet droppings that may affect the work.

If our specialist cannot safely reach or complete the work because of an access problem or a hazard you did not tell us about, the visit is handled under the no-access process in section 5: the $25 no-access fee may apply after the notice and contest process, and we will reschedule your visit to the next available day. You are never charged both the fee and any separate amount for that visit, and we do not treat the visit as completed.

8. Worker safety & right to refuse

We reserve the right to skip, postpone, or cancel any visit where our worker considers the site unsafe. This includes (but is not limited to): aggressive animals; severe weather (lightning, storm, extreme heat); unsafe footing or roofing; suspected snakes or other wildlife; suspected biohazards; or any other condition we reasonably believe poses a risk. If we skip a visit for safety reasons we will reschedule as soon as practicable. If we cannot deliver your next visit within one full service cycle of its original date (for example within 3 weeks on a 3-weekly plan), we will credit the affected period to your account or, if you prefer, refund it.

FluroLawns and overgrown lawns. FluroLawns is a regular-maintenance mowing service, not a one-off rescue cut for badly overgrown lawns. If, on a visit, your lawn is too overgrown to mow properly or safely as a standard maintenance visit, the worker may decline that visit and record the condition with photos. There is no charge for a declined overgrown visit. When this happens we pause your subscription so you are not billed while the lawn is brought back to a maintainable length: the declined visit and any upcoming visits are cancelled, billing stops, and we let you know by email. Once the lawn has been cut back (a one-off tidy from a local gardener is ideal), you resume your plan from your customer portal and regular visits and billing start again. If you would rather we handle the cut-back for you, we may offer you a one-off cleanup quote under section 8b, and accepting it restarts your plan as part of the same checkout. A pause applied under this section works the same way as a pause you request under section 13, including the free first mow bill-back in section 5 if the pause lapses after a completed free first visit.

8a. Acceptable behaviour & termination by us

We expect every customer to treat our workers with respect. We may suspend or cancel your subscription immediately if you (or anyone at the property at the time of a visit):

· verbally abuse, threaten, harass, or discriminate against our worker, or behave in a way that makes them feel unsafe;
· attempt to engage our worker outside the FluroServices platform (e.g. offering "cash on the side" to bypass the subscription);
· repeatedly fail to provide the access we asked for in section 7, or repeatedly skip visits in bad faith to evade the subscription fee;
· repeatedly make damage claims that our records and photos show to be false;
· provide false information when signing up (incorrect address, payment details belonging to someone else);
· use promotional, referral, or discount codes fraudulently, including through duplicate accounts;
· misuse the platform, for example by automated abuse, attempting to bypass its security or rate limits, or interfering with its operation;
· use the service for any unlawful purpose, including on a property you are not entitled to authorise access to.

Where we terminate for any of the reasons above, we will write to you setting out the reason. You retain whatever rights you have under the Australian Consumer Law: see section 11. We may also report serious threats or assaults to the police.

For anything other than threats, violence, fraud, illegality, or safety risks, we will warn you in writing and give you a reasonable chance to fix the issue before we cancel. If we cancel your subscription, we will refund any amount you have paid for services not yet delivered, unless the cancellation is for serious misconduct such as threats, violence, fraud, or illegality.

8b. Overgrown cleanup quotes

If your lawn or garden is too overgrown for a standard visit, we may offer you an optional one-off cleanup quote prepared from photos by the specialist who attended. The quote shows a single fixed total price and an expiry time (currently 24 hours). Nothing is charged unless you accept the quote, and the price you accept is the price you pay, with no on-the-day increases. Payment is taken when you accept, in the same checkout that starts (or restarts) your ongoing plan, and the specialist who quoted performs the job on one of the days offered with the quote. If you pay for a cleanup and it is not performed, for example because the specialist becomes unavailable, we refund the cleanup amount in full to your original payment method, and you can accept a fresh quote or walk away with nothing owed. Declining a quote never affects your regular subscription.

9. Property & equipment damage

If we damage your property through our negligence we'll arrange repair or compensation at no cost to you. Our specialists are encouraged to hold public liability insurance, and every specialist must hold a valid ABN; ask us if you would like to know about the insurance arrangements for your service. Please tell us in writing within 7 days of the visit (email is fine), because it helps us investigate while the evidence is fresh. Telling us later does not remove any rights you have under the Australian Consumer Law, but it may make your claim harder to verify.

We are not responsible for damage caused by:

· hazards we couldn't reasonably see (hidden rocks, debris, irrigation, exposed wiring);
· items left in the work area despite section 7;
· pre-existing damage or wear and tear;
· normal cosmetic effects of the service (lawn lines, water spots on glass during cleaning, etc.);
· weather-driven outcomes (sun-spotting on a freshly-washed window, grass clippings blown by wind).

These exclusions apply only to the extent the Australian Consumer Law allows. Nothing in this section limits your rights under section 11.

10. Photos & communications

We take photographs of the work area before, during and after each visit for service-quality, training, and dispute-resolution purposes. These photos are shared with you through your portal. Photos may be reviewed by automated tools to verify completion, are stored securely, and are deleted after a retention period described in our Privacy Policy.

We only use photos of completed work in our marketing if you have agreed. You can turn marketing use of your photos on or off at any time in your portal settings. Marketing photos never show people, house numbers, street names, or anything else that identifies you or your property. Service photos are handled and retained as described in our Privacy Policy.

By subscribing you also consent to receiving service-related communications by email, SMS, and app and push notifications: reminders, on-the-way notifications, photo proofs, billing receipts, important account updates, and notices about fees or adjustments, which start a 24 hour response window (see section 5). You can opt out of marketing messages at any time; service messages can't be opted out of while your subscription is active.

10a. Ratings and feedback

After a visit we may invite you by email or SMS to rate it with one tap. Ratings help us allocate work and maintain quality, and your feedback may be used internally for that purpose. Rating is always optional.

11. Our service guarantee & Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. If a service is not provided with due care and skill, fit for purpose, or within a reasonable time, you are entitled to a remedy (re-performance, compensation for reasonably foreseeable loss, or a refund) depending on the nature of the issue. Nothing in these Terms limits or excludes those rights.

If you're not happy with a specific visit, contact us as soon as you can, ideally within 7 days, at fluroservices@gmail.com; your rights under the Australian Consumer Law are not limited by this timeframe. Subscribers can also report it straight from their portal (the visit page) for an automatic fix. Where we agree the service fell short, we'll re-do the visit at no charge or credit your account, at your choice.

12. Liability

Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy you have under the Australian Consumer Law or any other law that cannot be excluded. Where the law permits us to limit our liability for failing to meet a consumer guarantee, our liability is limited to supplying the service again or paying the cost of having it supplied again. Subject to that, and excluding liability for death, personal injury, fraud, or damage to your property caused by our negligence (which we do not cap), our total liability to you for any other claim is limited to the amounts you paid us in the 12 months before the claim arose, and we are not liable for indirect or consequential loss.

13. Skip, pause, reschedule

You can skip an individual visit or pause your subscription through the customer portal. Skips can be requested any time up to the end of the day before the visit. Skipping a single visit does not refund or roll over the weekly subscription fee for that period; it removes the visit only.

While your subscription is paused, billing stops and no visits occur. Pausing is free, and there is no fixed limit on how long you can stay paused. Billing and visits stay stopped until you resume your plan from your portal. If your plan stays paused for a very long time (around 9 months), we will remind you by email, and a plan that has been paused for around 12 months may be cancelled automatically; you can always re-subscribe later. If you received a free first visit and pause or cancel before your third completed visit, the free-visit bill-back in section 5 applies.

14. Referrals

From time to time we run a referral program. When an existing customer's unique referral code is used at a friend's signup, the friend's reward (as published at the time, currently their first visit free) is applied to the friend's first invoice. The referrer's reward (as published at the time, currently a free visit) is not immediate: it unlocks once the friend's second visit has been completed and paid for, and is then applied to the referrer's next invoice, provided the referrer's own subscription is active at that time. Referral rewards may be capped (for example, a maximum number of rewards in a rolling period), as published at the time. Credits and rewards cannot be cashed out or transferred.

Referral credits are for genuine new customers. Self-referrals, duplicate accounts, and signups at the same address or with the same payment card as the referrer are not eligible. We may withhold or reverse credits obtained through abuse of the program. If we pause or end the program, referral credits already earned will still be honoured.

15. Force majeure

Neither party is liable for failure to perform due to events outside reasonable control, including severe weather, government restrictions, public-health orders, fire, flood, infrastructure failure or industrial action. We'll reschedule affected visits as soon as practicable.

16. Privacy

Our handling of your personal information is described in our Privacy Policy. By subscribing you consent to that policy.

You can delete your account from your portal once your subscriptions are cancelled and no visits remain. Deletion removes your personal details from our systems; financial and tax records we are required to keep under Australian law are retained in anonymised form.

17. Changes to these Terms

We may update these Terms. If a change could disadvantage you (for example a new fee, a fee increase, or a reduction in what is included), we will email you at least 30 days before it starts, and it applies only from that date, never retrospectively. For new or increased fees we will also ask you to accept the change in your portal before it applies to you. If you do not want to accept a change, you can cancel under section 5 any time before it takes effect and the change (and any cancellation fee) will not apply to you. Minor changes that do not disadvantage you take effect when posted, with the updated date shown at the top of this page.

18. Disputes & how to escalate

These Terms are governed by the laws of Victoria, Australia. We want to fix things before they become disputes: please email fluroservices@gmail.com first and give us 14 days to respond in writing.

If you're not satisfied with our response, you have several options:

· Consumer Affairs Victoria: for issues covered by the Australian Consumer Law (faulty service, misrepresentation, unfair contract terms). Free advice + dispute conciliation service at consumer.vic.gov.au or 1300 558 181.
· Victorian Civil and Administrative Tribunal (VCAT): for binding determinations on consumer-business disputes under $15,000 (small claims) or up to $100,000 (civil claims) at vcat.vic.gov.au.
· Court: as a last resort, in the Magistrates' or higher courts of Victoria.

The parties agree not to commence court proceedings without first attempting to resolve the matter in writing and allowing 14 days for a response.

19. Intellectual property

All content & images on this site are © FluroServices Pty Ltd, all rights reserved. This includes our logos, service icons, illustrations, photography, text, and site design. You may not copy, reproduce, modify, distribute, or use any of it without our prior written permission. Unauthorised use may be pursued under the Copyright Act 1968 (Cth) and other applicable laws.

20. Severability & entire agreement

If any part of these Terms is found to be unenforceable, the rest still applies. These Terms, together with the booking confirmation, the plan description on your booking page, and any written variations we've signed, are the entire agreement between you and FluroServices.

21. Contact

Dallas Kuipers trading as FluroServices
ABN 28 741 162 344
Registered office / postal address for notices: [to be confirmed]
Melbourne & Mornington Peninsula, VIC
Email for notices: hello@fluroservices.com (or fluroservices@gmail.com during our transition)